A ticketing system is the most widespread communication channel that web hosting providers offer to their customers. It is usually part of the billing account and is the most effective way to solve a problem that requires a certain amount of time to examine or that needs to be escalated to a server admin. In this way, all comments supplied by either side will be stored in the same place in the event that someone else needs to work on the problem in question and the information in the ticket will be available to all parties. The negative aspect of using a ticketing system with most web hosting platforms is that it is separate from the hosting Control Panel, which means that you’ll have to log in and out of no less than 2 accounts to do a certain task or to get in touch with the hosting company’s help desk team. In case you desire to manage a couple of domain names and each one is hosted in a different account, you’ll have to use an even larger number of accounts simultaneously. Besides, it might take considerable time for the provider to respond to your ticket.
Integrated Ticketing System in Hosting
Our Linux hosting packages feature an integrated trouble ticket system, which is an integral part of our custom-developed Hepsia Control Panel. In contrast to other similar tools, Hepsia will enable you to manage everything related to the hosting service itself in the same place – invoices, files, e-mails, tickets, etc., avoiding the necessity to go through different admin dashboards. In the event that you have any technical or pre-sales questions or any problems, you can open a ticket with a couple of clicks without the need to leave your Control Panel. In the meantime, you can pick a category and our system will present you with a number of educative articles, which will provide you with additional information and which may help you resolve any specific problem even before you actually submit a ticket. We guarantee a response time of no more than 60 minutes, even in case it is a weekend or a legal holiday.
Integrated Ticketing System in Semi-dedicated Hosting
We believe that it’s far more efficient to manage everything from a single location, so we have incorporated a support ticket system into the custom-built Hepsia hosting Control Panel, which comes with every single semi-dedicated server package. This will allow you to handle the communication with our client support team together with your data, so you won’t need to remember an additional sign-on name for some other admin dashboard. You will be able to post a new ticket or to check the status of an old one with no more than a few mouse clicks while you’re browsing the files within your account. On top of that, you can go through older tickets using an intelligent search functionality or read applicable knowledge base articles, which include solutions to commonly encountered complications. The built-in ticketing system is monitored 24x7 with the maximum ticket response time being just 60 minutes, so there’ll always be someone to help you.